Key Performance Indicators (KPI)

Key Performance Indicators

Key Performance Indicators (KPI) is in the Targets category. - View all

Knowledge Bankview more…knowledge bank rss

Adherence to Work Activity Mode (WAM)

Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View

After Call Work / Wrap - (ACW)

After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work f… View

Answered Calls

Also known as handled calls View

White Papersview more…white papers rss

Call Centre - Driving Customer Satisfaction - JD Power

View the White Paper presentation below; … View

Contact Centre Intelligence and KPIs: Aspect Software

Leveraging Performance Optimisation to Help Achieve Corporate Objectives During the past decade or so, companies have had to shift the way they… View

Global Contact Centre Benchmarking: Summary Report 2012: Dimension Data

The 15th Year of the Global Benchmarking report View

Toolkitsview more…toolkits rss

Balanced Scorecard of KPIs & Objectives (All Levels)

Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on one sheet for objectives … View

Have you thought about checking out these related subjects?

Related Subjects

Print this page

Share this
email this page to a friend print this page